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This is one of the most common questions that we’re asked. Unfortunately, there is not one simple answer but a few things you can check:

1. Check to see if your Router has all green lights on. A good idea is to make a note of the lights which are working when you can get on the internet and everything is working ok, then if you cannot get onto the internet check these lights and this might provide the first clue. If you have a red light or one of the lights has gone out then it’s probably an Internet issue, in which case you’ll have to phone your internet provider.

2. If all the lights are as normal but you cannot get on to the internet then check that your connection to the router is ok. If your using a wireless connection make sure your wireless connection is still active. Do this by clicking on the wireless icon at the bottom right corner of the screen and make sure it says connected next to your Wi-Fi network name. If it does not, re-connect to your Wi-Fi network and try the internet again. If you cannot re-connect to your router using Wi-Fi then make sure you have not switched the Wi-Fi off on your laptop / desktop. You may have a button / switch with an aerial symbol on it; this may have been pressed. If this doesn’t work, then your laptop or desktop or router could be at fault; in which case phone for an engineer.

If you are using a cable to connect to the router, then check the cable is physically plugged in and then click on the network icon near the bottom right of the screen and ensure it says Connected next to your network. If it says Not Connected, then you could have a faulty cable or router. Replace the cable and then phone for an engineer.

3. If you have checked the above and all is ok then you could have a virus or broken Antivirus program which is stopping you connect to the internet. In this case try and perform a scan using an antivirus program.

4. Sometimes, all of the above can be fine and you’ll still have a problem. In this scenario it is usually an internet fault or router fault. The lights on your router are not a guarantee that it has connected to the internet correctly, it merely shows that it ‘thinks’ it has connected to the internet. If you have checked all of the above, then get in touch with your internet provider.